Ordering from Matalan Direct was more than a little stressful! To make a very long story shortish, I had an issue receiving my order as somewhere along the way after my order was placed someone at either Matalan’s warehouse or Parcel Force who delivered the order, entered the wrong address which meant Parcel Force tried to deliver to the wrong house. The whole way through with trying to sort out via their customer service phone number I had to do all the chasing and only ever received one of five promised call backs over about two weeks. After the first delivery attempt and two missed call backs, I sent a twitter message to Matalan Direct and a gentlemen by the name of Jack replied back and credit to Jack, he is the only person I dealt with at Matalan that seemed to genuinely try and sort the order out. He looked into it and called me to let me know that the order would be redelivered the following week. The next week I checked the tracking number and saw that Parcel Force in fact tried to deliver it to the wrong address AGAIN. I tried calling into Matalan and when I finally got through he said he would look into it and call me back within a couple hours. Again he never called me back so I had to call again and he told me that he was busy and didn’t have the time to call me but that he had spoken to Parcel Force and they had missed the address update and he asked for me to speak to them directly to sort out as this ‘wasn’t Matalan’s fault’ and he had done everything he could. I speaking to him, I asked for my £15 delivery to be refunded given the issues that I had with delivery and not being given the call backs I was promised. The agent said again that outside of not calling me back as promised, they had done nothing wrong and it was Parcel Force’s fault so shouldn’t have to refund me anything. I asked him what the procedure for a request for a refund of delivery was and he said that he would raise it with his manager and let me know. He then called me back about a half hour later and said that he managed to get Parcel Force to schedule redelivery for the next day to my correct address and apologised for the issues and said he was going to try and get my delivery refunded and let me know via a phone call or email. Needless to say I never heard from him again. I also spoke to Parcel Force that night and they said that they had not spoken to anyone at Matalan that day and they then updated the delivery address and rescheduled the delivery. The next day the online tracking said that the package had been delivered. When I arrived home, there was no package! I called Parcel Force who said that they had delivered the package to the old address as it ‘was an agency driver who would not have seen the updated address’. I then had to go to the address it was delivered to – turns out no one signed for it, the delivery driver forged a signature and left the package outside the wrong address. Luckily it had not been stolen!! Jack from Matalan contacted me the following week to see if I had received my order. I relayed what had happened and that I had also requested the delivery to be refunded, he apologised and said he would follow up on the refund of delivery. Just over a week later he got in contact with me to let me know that they would refund my delivery charges which I did receive shortly after that. To be fair to Matalan, I really like the shelf I ordered and the quality of the product. But good luck if you have any issues with delivery – my advice would be to contact them through Twitter in the hope Jack picks up your query as he seems to be the only one who follows through with what he says. Whilst polite, their phone agent does not follow through with anything it commits to, though I suspect it might be because he is the only one answering phones and is so busy he is unable to.